Milton German Brumley Deans
Customer Service/helpdesk
Heredia,San Jose
Summary
Dynamic Customer Support Specialist with a proven track record at NARS, excelling in active listening and problem-solving. Recognized for enhancing customer satisfaction and fostering strong client relationships, leading to repeat business. Proficient in CRM systems, effectively managing high-volume inquiries while maintaining professionalism and achieving timely resolutions.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Credit and Loan Approval Specialist (Fast Cash)
Self Employed *
08.2022 - Current
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Implemented customer feedback system to inform product development.
- Conducted in-depth market research for identifying new business opportunities.
- Conducted comprehensive competitor analysis to inform strategic decisions.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
- Maintained database systems to track and analyze operational data.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive product and service improvements.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
Customer Support Specialist
NARS
11.2013 - 02.2017
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Managed a high level of incoming inbound and outbound calls per day as well as sales increasing an estimate amount of 20 % in sales per day.
Customer Service Representative
Sitel
06.2011 - 10.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Improved resolution time with effective problem-solving for customer complaints.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed over 50 customer calls per day which increased over 10% sales per day.
Education
Associate of Science - Nursing Assistant
PIT
Philladelphia 09-2028
Bachelor of Science - Engineering Mechanics
PIT
Philadelphia 09-2027
Bachelor of Science - Science
Institute Nacional
Panama12-2006
Skills
Active listening
Customer service excellence
Time management
Customer relationship management (CRM)
Problem-solving
Product knowledge
Payment processing
Technical troubleshooting
Multitasking and organization
Ticket management
Live chat support
Proficient in Microsoft office
Timeline
Credit and Loan Approval Specialist (Fast Cash)
Self Employed *
08.2022 - Current
Customer Support Specialist
NARS
11.2013 - 02.2017
Customer Service Representative
Sitel
06.2011 - 10.2013
Associate of Science - Nursing Assistant
PIT
Bachelor of Science - Engineering Mechanics
PIT
Bachelor of Science - Science
Institute Nacional